Manager Tenancy Administration

Ottawa Community Housing Corporation (OCH) is a landlord who provides 15,000 homes to 32,000 residents including seniors, parents, children, couples, singles and persons with special needs within many communities across the City of Ottawa. As the largest social and affordable housing provider in Ottawa and the second largest in Ontario, we manage two-thirds of the City’s social housing portfolio.

But we are no ordinary landlord. We are partner, supporter, and cheerleader in the lives of some 32,000 residents who live in affordable and social housing in Ottawa. Through our vision, mission and values, OCH provides homes that link people in need to supports and services that can help them lead healthy, safe and fulfilling lives. Call Centre, maintenance and community safety services are available to the tenants 24 hours a day, 7 days a week. While we are a non-profit organization, funded by and operating at arm’s length from the City of Ottawa, OCH operates a lean, high-functioning business model, with a social purpose that is well regarded across the social housing sector in Canada and abroad.

The work we do at OCH enables our tenants to fully participate in the socio-economic opportunities of the City. By joining our team, you will play a vital role in the development of safe and healthy communities. Together, we build homes and communities that embrace diversity inclusion.

At OCH, we strive to represent the diversity present within the communities we serve. We are committed to engaging employees in creating a workplace culture of inclusion and belonging, where everyone can bring their authentic selves to work and feel valued. Our employees come from all different backgrounds, age groups, sexual orientations, speak a multitude of languages, and share different experiences and perspectives. We would not have it any other way.

We are proud because every day we make a difference

**SCOPE OF POSITION**

Reporting to the Senior Manager, Tenancy Administration and working out of an assigned Area Office, the Manager, Tenancy Administration is responsible for the quality, responsive and efficient delivery of tenancy administration services and office administrative processes and functions. The Manager oversees rent and income reviews, unit rentals, the collection and resolution of tenant debts and the delivery of services that support successful tenancies. The Manager plays a central role in shaping a positive tenant experience and the delivery of a high standard of customer service. The Manager oversees the operation of the assigned work unit, including managing financial resources and providing overall supervision and direction to assigned staff and driving continuous improvement.

**SUMMARY OF DUTIES AND RESPONSIBILITIES**:

- Manages the marketing, allocation and leasing of vacant units to eligible individuals in accordance with statutory requirements, relevant policies, procedures and targets
- Manages processes related to tenancy administration, including income reviews, rent calculations, transfer requests and appeals, and internal reviews
- Manages effective collections processes and the proactive prevention and resolution of tenant debt related to rent, utilities, maintenance and other charges
- Manages the delivery of tenant support services that promote successful tenancies, including access to information, supports and assistance in the community
- Manages tenancy administration activities related to the re-development of the housing portfolio, including tenant relocations, moving incentives and supports and unit allocations
- Manages processes and decisions related to the termination of tenancies and approves the escalation of matters to the Landlord and Tenant Board
- Monitors, reports on and provides recommendations regarding at-risk tenancies
- Monitors occurrences and ensures timely response to contacts and follow-ups
- Monitors, investigates and ensures the response to tenant inquiries and complaints, referring to other resources as required and ensuring appropriate documentation and timely follow-up
- Engages tenants and provides information, education and support on a range of community and corporate issues, initiatives and activities, contributing to a positive tenant experience through effective and compassionate tenant interactions and the delivery of a high standard of customer service
- Oversees the review and handling of claims of fraud, waste and misuse, assigning staff to review claims, escalating significant claims and ensuring appropriate documentation
- Oversees the delivery of front office reception and telephone services and the procurement and control of supplies, furniture, services and inventory for the Office
- Ensures ongoing monitoring and updating of OCH’s housing management system
- Liaises with internal and external stakeholders on community issues and events
- Supports the coordinated response to incidents with broad community impacts
- Supports the development,